Bad service

Last night we went VIP to nu metro canal walk. We arrive at 9:45 which was 45 minutes prior to our movie starting. We went to collect our tickets from self service as we paid by card earlier in day. We swiped and used reference number and there was no booking found. This is the third time this has happened. Knowing the usual procedure to go to pop corn counter and they will find the booking. We stood in the line for 10 minutes and the que did not move. Saw the manager and she told me to come to self service and she tried and still no booking. I asked her to help cause we were gna be late for the movie. With no concern she said go stand in the que. Eventually at 10:23 we were helped at the pop corn counter and got our tickets. We went to vip so we could order food as we actually enjoy the kebabs and cheesy meat*****. There was a slight que and people infront of us ordered food. We were helped at 10: 37 and wanted food as we didn't eat only to be told no the kitchen closed at 10:30. The people in front of us ordered at 10:30 on the dot. We would of been im time if your systems worked and people actually cared. We are very frequent vip watchers. We go atleast. Twice a month. I always praise nu metro. After last night i didnt feel like a vip or even consider going to nu metro again. Please sort out your booking system as there were other people also complaining.